Senior Advanced Support Consultant

Bonterra exists to propel every doer of good to their peak impact. We measure that impact against our vision to increase the giving rate as a percentage of GDP from 2% to 3% by 2033. We know that this goal is lofty, but we are confident that the right technology and expertise will strengthen trust in the sector, allowing the social good industry to accelerate growth and reach peak impact. Bonterra's differentiated, end-to-end solutions collectively support a unique network of over 20,000 customers, including over 16,000 nonprofit organizations and over 50 percent of Fortune 100 companies. Learn more at bonterratech.com.

Overview

The Senior Advanced Support Consultant is a key contributor whom is responsible for receiving all incoming requests from our CyberGrants product's largest clients, assisting with resolution on a variety of questions/technical issues, and organizing internal resources to gain information/answers on remaining items. The Senior Advanced Support Consultant will track all incoming issues with a high attention to detail, and will provide updated information to assigned clients on a daily or weekly basis. This individual must be highly organized, and able to work across multiple departments (both internally, and on the client side) to gather all necessary information and work towards resolution.

Our mission and entrepreneurial spirit attracts passionate and hardworking professionals. We work hard, but have fun while doing so.

Responsibilities

• Handling overall responsibility for managing the customer relationship with the emphasis on being proactive in providing information and resolving issues

• Receive all incoming questions/issues from client side, understand asks and assign as needed internally, or to oneself.

• Keep consistent tabs on all ongoing efforts, update the client on a daily/weekly/monthly basis, and see issue or request through to resolution.

• Maintain client viewing Action Item Registrars, to provide visibility of all open items with current status.

• Provide first tier of support for all questions/inquiries. Complete configuration changes as necessary, and provide basic training where possible.

• Prioritize issues with client's input, so that items can be addressed per their needed priority.

• Work with development to assign prioritization for customizations and/or enhancements, and provide the client updates as progress is made.

• Assist with testing following completion of customizations, to ensure features are working as designed, and is received by client in good, working order.

• Direct support of all day-to-day operational activities

• Email Support

• Contact Center Escalation Support

• Payment Processing & Follow-Up

• Transaction Management

• Generation & Validation of scheduled & ad hoc report requests

• Other duties as assigned

Qualifications

• 5-8 years of applicable work experience in a SaaS or other high-tech environment.

• Familiarity with SCRUM, KANBAN

• PMP or CSM a plus

• Passion for customer service, and proven ability to collaborate and build strong relationships with clients.

• Thorough in nature- excellent attention to detail.

• Proven ability to engage across corporate functions (Professional Services, Product Management, Development, Contact Center, etc)

• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars

• Adept at multi-tasking with success and confidence

• Ability to work independently with speed, accuracy and quality

• Desire to wear many hats and juggle many balls, in an extremely fast paced environment.

• Fast learning and self-motivated with the ability to work independently, but for the betterment of the team

At this time, we are unable to consider candidates who require current or future sponsorship for employment authorization.

Compensation

The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and in addition to benefits this role may be eligible for discretionary bonuses/incentives, and equity.

US Base Salary: $60,000 - $80,000

Our Culture: At Bonterra, we're innovating with a higher purpose: to increase giving to 3% of US GDP by 2033, creating $573 billion more in global impact every year. To achieve our vision, we cultivate an inclusive environment where diversity is embraced and every team member feels empowered to contribute. Innovation, curiosity, and a commitment to equity guide our work. We foster a culture of belonging, ensuring that every individual is valued, respected, and given the tools to succeed. Together, we are dedicated to making a positive impact in the world.

Our comprehensive and competitive benefits include:

• Generous Flexible Time Off (FTO) Policy

• Up to 15 paid company holidays including some commemorating social justice events and self-care

• Paid volunteer time

• Resources for savings and investments

• Paid parental leave

• Paid sick leave

• Health, vision, dental, and life insurance with additional access to health and wellness programs.

• Opportunities to learn, develop, network, and connect

Please note the benefits specified on this page are applicable to full-time employees based in the United States. For international employees, actual benefits may vary based on local standards and regulations and will be determined in accordance with regional considerations, including but not limited to applicable laws and industry norms.

Candidate Accommodations

If you require assistance due to a disability in the application or recruitment process, please submit a request here.

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We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.